Let's get your machine working

Emptying the bin

Cleaning the bin and cyclone

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Cleaning the bin and cyclone

Remove the clear bins from the machine by pressing the bin release catch.

Push the button to release dust directly into a dustbin or bag.

Separate the clear bin from the cyclone by pressing the catch located on the front of the cyclone .

Clear any hair or fibres from the cyclone shroud.

WARNING: Do not use any water on the cyclone.

Clean the bin with cold water only.

WARNING: do not use any detergents or polishes on the bin.

Ensure the bin is completely dry before reassembling the machine.

Replace the cyclone and bin firmly.

Is there anything else we can help with?

Power or electrical issue

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Please select the appropriate option

Troubleshooting

Maintaining your Dyson machine

Using your Dyson machine

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Please select the appropriate option

Pick up issue

Unusual noise

Unusual smell

Visible issue

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Checking the suction

Remove the floor tool from the machine and place your hand over the extension tube.

Is the suction strong or weak?

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Check the hose suction

Remove the hose from the Wand handle by pressing the 2 retaining clips.

Turn the machine on and test the suction from the end of the hose.

Is the suction strong or weak?

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Checking the extension wand for blockages

With the extension Wand removed, drop a coin through the Wand to see if it comes out of the other side.

If the coin does not appear this will indicate that the wand assembly is blocked.

Has checking the Wand resolved the problem?

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Checking the machine for blockages

Remove the hose from the Wand handle by pressing the 2 retaining clips. Also remove the hose from the machine by pressing the release catch.

Check there are no blockages in the hose assembly.

Remove the bin and check that the duct inlets are free of blockages.

Has checking the machine for blockages resolved the issue?

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Has checking the cyclone resolved the problem?

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Wash the filter

Please follow the steps in the video to wash the filter.

For a step by step guide, please select step by step.

Has washing the filter resolved the problem?

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Wash the filter

Press the release catch to remove the cyclone assembly from the machine.

Lift the filter out of the machine.

Separate the filter from the filter case and shake the case over a bin.

Wash the filter in cold water only.

WARNING: Please do not use detergent, do not wash in a dishwasher or washing machine.

Wash the filter case in cold water only and tap it dry to remove excess water.

WARNING: Please do not use detergent, do not wash in a dishwasher or washing machine.

Leave both parts of the filter to dry in a warm place for 12-24 hours or until completely dry. Do not dry in a tumble dryer, microwave, oven or near a naked flame.

Refit the filter ensuring it is completely dry. The filter should be washed at least once every 3-6 months.

Has this resolved the problem?

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Floor tool issue

This will indicate an issue with the floor tool.

Which floor tool are you using?

Turbine head assembly

Hard floor tool

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Checking the Hard floor tool for blockages

Remove the hard floor tool from the machine.

Inspect the inlet to ensure there is not a blockage.

Has this resolved the problem?

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Check the hose suction

Remove the hose from the Wand handle by pressing the 2 retaining clips.

Turn the machine on and test the suction from the end of the hose.

Is the suction strong or weak?

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Checking the Turbine head for blockages

Slide back the soleplate catch and undo the two soleplate fasteners, remove the soleplate from the Turbine head.

Remove the Brush bars and clear any hair, thread and debris

Check both of the metal shafts for blockages and ensure they rotate freely by hand

Inspect the duct on the underside of the Turbine head for blockages and remove if necessary.

Check the outside surface of the plunger for fluff and debris and remove if necessary.

Check the outside of the plunger for any debris or blockages.

Rebuild and test the machine.

Has this resolved the problem?

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Please select the appropriate option

Intermittent power

No power

Switch not working

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When did the machine last have power?

Less than two hours

More than two hours

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Check electrical supply

Is the power cord or plug damaged?

Are the other household appliances working?

Does the vacuum work when plugged into another socket?

Has checking the electrics resolved the problem?

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Thermal cut out

Most Dyson vacuums have a built in safety system that stops the machine if it begins to overheat. This usually happens because the filters need washing or your machine is blocked.

Carry out the performance checks, and if your machine cuts out unplug and leave for at least 2 hours to cool down.

If the customer prefers to check the machine when the power has returned, wait for a minimum of 2 hours and ask them to call back.

Please select the appropriate option

Performance checks

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Wash the filter

Please follow the steps in the video to wash the filter.

Has washing the filter resolved the problem?

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Checking the suction

Remove the floor tool from the machine and place your hand over the extension tube.

Is the suction strong or weak?

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The switch does not light up.

Press the switch

Press the rear of the switch to make sure it stays in the on position.

Please select the appropriate option

Switch not staying down

Machine won’t switch off – switch stuck down

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Please select the appropriate option

Grating or grinding noise

Rattle noise

Whistling noise

Squeaking noise

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Remove the floor tool

Remove the floor tool from the machine and turn the machine on.

Is the noise still present?

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Removing a blockage from the Turbine head

Remove the floor tool from the machine.

Checking the Turbine head for blockages

Slide back the soleplate catch and undo the two soleplate fasteners, remove the soleplate from the Turbine head.

Remove the Brush bars and clear any hair, thread and debris

Check both of the metal shafts for blockages and ensure they rotate freely by hand

Inspect the duct on the underside of the Turbine head for blockages and remove if necessary.

Check the outside surface of the plunger for fluff and debris and remove if necessary.

Check the outside of the plunger for any debris or blockages.

Rebuild and test the machine.

Is the noise still present?

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Remove the floor tool

Remove the floor tool from the machine and turn the machine on.

Is there still a rattling noise from the machine?

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Checking the suction

The rattling noise may be cause by a blockage in the machine, therefore the following blockage checks should be carried out.

Remove the floor tool from the machine and place your hand over the extension tube.

Is the suction strong or weak?

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Check the Turbine head

Remove the floor tool from the machine.

Checking the Turbine head for blockages

Slide back the soleplate catch and undo the two soleplate fasteners, remove the soleplate from the Turbine head.

Remove the Brush bars and clear any hair, thread and debris

Check both of the metal shafts for blockages and ensure they rotate freely by hand

Inspect the duct on the underside of the Turbine head for blockages and remove if necessary.

Check the outside surface of the plunger for fluff and debris and remove if necessary.

Check the outside of the plunger for any debris or blockages.

Rebuild and test the machine.

Has checking the Turbine head resolved the problem?

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Checking the wheels and Turbine head

Unplug the machine and check the main wheels are free of any debris and hair.

Check that the Turbine head wheels are free of any debris.

Has checking the wheels resolved the issue?

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Checking the suction

If your machine is making a whistling noise, this indicates that there is a blockage or a damaged or missing seal.

Remove the floor tool from the machine and place your hand over the extension tube.

Is the suction strong or weaker than usual?

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What sort of smell?

Damp or musty

Electrical or acrid smell

Hot dusty

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Dusty smell

A hot dusty smell could indicate that there is a blockage in the machine or a dirty filter. We would advise to check the machine and wash the filter assembly.

Please select the following option:

How to remove a blockage

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Checking the suction

Remove the floor tool from the machine and place your hand over the extension tube.

Is the suction strong or weak?

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Clean the bin and cyclone

Remove the clear bins from the machine by pressing the bin release catch.

Push the button to release dust directly into a dustbin or bag.

Separate the clear bin from the cyclone by pressing the catch located on the front of the cyclone .

Clear any hair or fibres from the cyclone shroud.

WARNING: Do not use any water on the cyclone.

Clean the bin with cold water only.

WARNING: do not use any detergents or polishes on the bin.

Ensure the bin is completely dry before reassembling the machine.

Replace the cyclone and bin firmly.

Has this resolved the problem?

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Washing the filter

Please follow the steps in the video to wash the filter.

Has washing the filter resolved the problem?

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Washing the filter

Press the release catch to remove the cyclone assembly from the machine.

Lift the filter out of the machine.

Separate the filter from the filter case and shake the case over a bin.

Wash the filter in cold water only.

WARNING: Please do not use detergent, do not wash in a dishwasher or washing machine.

Wash the filter case in cold water only and tap it dry to remove excess water.

WARNING: Please do not use detergent, do not wash in a dishwasher or washing machine.

Leave both parts of the filter to dry in a warm place for 12-24 hours or until completely dry. Do not dry in a tumble dryer, microwave, oven or near a naked flame.

Refit the filter ensuring it is completely dry. The filter should be washed at least once every 3-6 months.

Has washing the filters resolved the problem?

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Please select the appropriate option

The Brush bar is not spinning on the floor tool

Cable won't rewind

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Using the cable

Switch off and unplug the machine.

If the cable does not rewind, firmly pull it out and fully extend it until the red tape is visible.

The cord rewind button needs to be pressed down firmly to retract the cord for storage after use. When the button is pressed down far enough you should feel and hear a click, and the cord will retract.

Has this resolved the problem?

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Checking the Turbine head plunger

Located to the side of the Turbine head, there is a small plunger. As the Brush bar is air driven, the plunger will need to be pulled out to allow the air through. To stop the Brush bar spinning, press the plunger in.

Has checking the Turbine head plunger resolved the issue?

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Removing a blockage from the Turbine head

Remove the floor tool from the machine.

Checking the Turbine head for blockages

Slide back the soleplate catch and undo the two soleplate fasteners, remove the soleplate from the Turbine head.

Remove the Brush bars and clear any hair, thread and debris

Check both of the metal shafts for blockages and ensure they rotate freely by hand

Inspect the duct on the underside of the Turbine head for blockages and remove if necessary.

Check the outside surface of the plunger for fluff and debris and remove if necessary.

Check the outside of the plunger for any debris or blockages.

Rebuild and test the machine.

Has checking the tool for blockages resolved the problem?

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Carry out checks

The Turbine head will work if the suction is strong. This issue can be resolved by carrying out performance checks or washing the filter.

Please select the appropriate option

Performance checks

Turbine head is damaged

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Please select the appropriate option

User guide

How to assemble your Dyson machine

How to store the accessories

How to attach the extension tube

How to use the Turbine head

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How to assemble your Dyson machine

Click the Turbine head into the extension tube. Extend the Wand by pressing the yellow clip on the handle.

Connect the hose assembly to the Main body of the machine and the wand handle.

Attach the tools to the rear of the machine.

The extension hose can be stored on the machine, by securing the extension on to the front of the cyclone and bin.

Is there anything else we can help with?

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Storing the accessories on the machine

The three accessory tools can be stored neatly on the rear of the machine.

Is there anything else we can help with?

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User guide

Please see the attached user guide for your machine.

Is there anything else we can help with?

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Attaching the extension tube

Press the release catch on the extension tube to extend fully, ensuring it 'clicks' into place.

Attach the accessories or floor tool to the extension tube ensuring they 'click' into place.

Alternatively, remove the extension tube and wand handle and attach the accessory tools directly to the hose ensuring they 'click' into place.

Is there anything else we can help with?

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How to use the Turbine head

Is there anything else we can help with?

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Emptying the bin

Remove the clear bins from the machine by pressing the bin release catch.

Push the button to release dust directly into a dustbin or bag.

Shake or tap firmly to remove all dust from inside the fine dust collector.

Press firmly on the centre of the clear bin base to close before placing back on the machine.

Is there anything else we can help with?

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Wash the filter

Please follow the steps in the video to wash the filter.

Is there anything else we can help with?

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Wash the filter

Press the release catch to remove the cyclone assembly from the machine.

Lift the filter out of the machine.

Separate the filter from the filter case and shake the case over a bin.

Wash the filter in cold water only.

WARNING: Please do not use detergent, do not wash in a dishwasher or washing machine.

Wash the filter case in cold water only and tap it dry to remove excess water.

WARNING: Please do not use detergent, do not wash in a dishwasher or washing machine.

Leave both parts of the filter to dry in a warm place for 12-24 hours or until completely dry. Do not dry in a tumble dryer, microwave, oven or near a naked flame.

Refit the filter ensuring it is completely dry. The filter should be washed at least once every 3-6 months.

Is there anything else we can help with?